Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Freeway Ford (9700 Lyndale Ave S, Bloomington, MN 55420) for breach of contract and misrepresentation regarding the warranty on the vehicle my wife, ******* *******, and I purchased on January 25, 2025.
  
  At the time of sale, we received a signed “We Owe” document that promised a 42-month/42,000-mile warranty effective from the purchase date. This signed document is a binding contract, obligating the dealership to provide the warranty as of the purchase date—not based on any pre-existing period. This agreement was a key factor in our decision to purchase the vehicle.
  
  On February 12, 2025, while having a spray-on liner applied, we discovered that the warranty start date was recorded as April 30, 2024—nearly nine months before our purchase—thereby significantly reducing our warranty coverage.
  
  Furthermore, although our purchase agreement and window sticker classified the vehicle as “New,” we later learned that the official title lists it as “Used.” We were given the title application at the time of purchase, but after spending over four hours at the dealership without a break, we did not notice the “Used” classification until receiving the official title. For your reference, the vehicle’s mileage is 1,568 miles.
  
  Under Minnesota consumer protection laws, including the Minnesota Deceptive Trade Practices Act (Minn. Stat. § 325D.44), misrepresentation or misleading practices are unlawful. We believe Freeway Ford’s failure to disclose the correct warranty start date, its misrepresentation of the vehicle’s status as “New” when it is effectively “Used,” and its arguments regarding the mileage clearly violate these laws.
  
  We attempted to resolve this matter directly with Sales Manager **** ******** *************************** and General Manager ***** ******** ***************************, but received no satisfactory resolution.

  

  Business Response

  Date: 02/21/2025

  This is ****** *****, General Manager from Freeway Ford.  In response to *** ******* complaint.  The 2024 Ford F-150 was an FCTP vehicle.  This vehicle was used as a servicer loaner in our service department.  It was advertised as an FCTP vehicle online and represented as so.  *** ******* knew that the vehicle had miles on it.  The vehicle is titled and when sold, the title will say Used.  However, Ford still considers the vehicle as a New vehicle (hence the $4,000 in rebates that were applied).  Part of the FCTP program is that Ford does add on an extension to the factory 3 year/36,000 mile comprehensive warranty to a 42 month/42,000 mile comprehensive warranty at NO COST to the customer.  The time frame from which this starts is based off of the in service date. 

  Attached you will see the finance menu that was presented to *** ******* and his wife that they both signed off on declining any additional coverage.  At this time, our finance manager went over an ESP contract (warranty) with *** ******* and his wife.  They were told this would take affect from the in-service date of the vehicle which was prior to the date of *** *** **** ******** purchase date.  They declined all products offered.

  In closing, *** *** **** ******* knew the vehicle had miles on it, were told on numerous occasions that the in-service date was prior to purchase date and that is why AT NO COST to them, Ford put the 42 month/42,000 mile extension on to the comprehensive warranty.  The vehicle was advertised as such.  I no way did Freeway Ford try to deceive *** *** **** *******.  

  The fact the *** ******* on numerous occasions tried to threaten Freeway Ford with a survey response depending upon what happens with his request could be considered a violation of Minnesota Statute 609.27 Coercion.

  Customer Answer

  Date: 02/21/2025

   

  I am refuting Freeway Ford response, misrepresent key facts which. The dealership entered into a legally binding contract stating I would receive a 42-month/42,000-mile warranty not from an undisclosed prior in-service date, but from my purchase date. My wife and I were never informed of the in-service date before purchasing the vehicle. We only discovered this after taking the truck for service. Had we known, we would not have purchased the vehicle.

  
  The dealership is avoiding the core issue: We signed a contractual agreement that guarantees a 42-month/42,000-mile comprehensive warranty, which logically should begin on the purchase date, not some undisclosed prior in-service date. At no point was it made clear to us that the warranty had already begun before our purchase.
  
  
  Freeway Ford claims the vehicle was advertised as an FCTP loaner, yet this was never verbally disclosed to us at any stage of the sales process. The fact that we knew the vehicle had miles on it does not equate to understanding that our warranty would be reduced due to an undisclosed in-service date.
  
  
  Furthermore, their reference to Minnesota Statute 609.27 Coercion is baseless and an attempt to intimidate us. Expressing dissatisfaction and stating that we will provide an honest review is not coercion—it is a consumer right.
  
  We are simply requesting that Freeway Ford honor the contractual agreement we both signed. We expect either:
  1. A written warranty correction reflecting the full 42 months/42,000 miles from our purchase date OR
  2. A refund of the vehicle purchase due to their failure to disclose material facts.
  
  
  This is a clear issue of misrepresentation, and we urge the BBB to uphold consumer rights by ensuring the dealership stands by their agreement.
  
  
  Sincerely,
  ****** *******

  Customer Answer

  Date: 03/15/2025

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .22956422, , and find that arbitration is necessary.

  Sincerely,

  ****** *******

  

  Business Response

  Date: 03/20/2025

  Freeway Ford is willing to participate in the cost of a 48 month, 48,000 mile premiumcare extended service contract for *** *** **** *******.  As with all extended service contracts, it does start from in-service date (4/30/204) and will end on 04/30/2028 or 48,000 miles, whichever comes first.  Freeway Ford will absorb $500 of this extended service contract so *** *** **** ******* would have to pay $790.00.  

  Just to clarify, the 48 months starts from 4/30/2024 and ends on 4/30/2028 or 48,000 miles, whichever comes first.  Please let me know if you have any questions.  Thank you.

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Out of state vehicle purchase. I bought a used ****** P.U. from Freeway Ford over a month ago. I paid cash for the purchase including Tags, Title and License plates over a month ago. I have not received any Tags, Title or license plates. I DID NOT even receive Temporary tags to drive on. I have spoken to Freeway Ford 3 or more times to resolve this situation. I spoke to the General Manager two days ago and he told me he would get back to me the day of the call...still nothing. I texted the salesman and he said the gals in the back are on it. For a stall tactic, directly after the call I received a *** tracking number for next day air. Looking at the tracking number on *** website it says the "overnight package" is still at Freeway Ford. This is just my first step of dealing with negligence. I'm sure if someone traded a vehicle in they would automatically give them a new vehicle with no trade in title

  

  Business Response

  Date: 12/12/2024

  To whom it may concern;

  This is ****** *****, General Manager at Freeway Ford.  I did speak with Mr. **** and I did call him back 15 minutes after first speaking with him.  His voicemail picked up that has a Brittish accent recording for a voicemail.  I did leave Mr. **** a voicemail and asked him to call me back at his earliest convinience, which he did not.  This was two days ago on Tuesday.  *********** would like to call me back, I would be happy to speak with him.  If he would like to listen to his voicemail his questions will be answered.  

  Mr. **** did purchase a 2015 ****** Tacoma from us and had the vehicle shipped to ********  The transport company was given a temporary tag.  All of Mr. ****** title paperwork has been sent out.  *********** needs anything, please feel free to reach out.  

  Customer Answer

  Date: 12/12/2024

   I am rejecting this response because: I received no  callback. I'll share my recent call logs and voice-mail if needed. I am not British I have lived in ******* all my life. I have contacted a lawyer and am awaiting a reply.
  
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my F-150 phasers repaired and received a 2 year warranty on the motor since it was rebuilt. When I got it back it leaked oil and I took it back in and they said they repaired it again. I got it back again and it still leaked. Upon calling they said they couldnt give me a loaner again. I had to wait a few months to drop it off until I was on vacation. When I attempted to do that I was told my rep ***** was no longer with them and they would not cover the repair because it was the other valve cover and he didnt document it. They now want another $2,000 to fix which is unacceptable.

  

  Business Response

  Date: 05/22/2024

  To whom it may concern;

  This is ***********************, General Manager from Freeway Ford.  I'm responding to a complaint we received on 5/22/2024, ID ********.  

  ************ did speak with my Service Manager in regards to his issue with his F-150.  We did complete an initial repair on his vehicle in June of 2023.  ************ brought his vehicle back to our service department on 7/05/2023.  We replaced a gasket on the left side.  

  ************ recently took the vehicle somewhere else and the right side valve cover gasket is cracked.  We never worked on the right hand side.  My Service Manager did tell ************ that if there was an issue with the repair we previously did that we would stand by our work and repair it.  The initial repair does have a 2 year warranty on parts and labor.  The current issue is something completely different and not something we previously worked on.  This is why it is not covered under warranty.  

  Please let me know if you have any questions.  

  ***********************

  General Manager

  Freeway Ford

  *********************************

  ************